Microsoft Dynamics CRM 2011 Cannot Open Mail Merge From Web Client – Solved

By - July 30, 2013

Most marketers depend on the Microsoft Word’s mail merge function to speed up the process of creating letters, labels and other personalized document.  Several of our clients after recently upgrading from Microsoft Dynamics CRM 4.0 to Microsoft Dynamics CRM 2011 ask me why Dynamics CRM 2011 mail merge does not work using the web client with Office Word 2010.

My answer is that it does work, but it will be different in Dynamics CRM 2011 since it has tighter security in place along with Office Word 2010 or Office 2013 to make end user do a bit more clicking.

If you try to use mail merge in CRM 2011 from the web client and you have Office word 2010 or Office word 2013, you will see this message below:

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This is due to Office Word 2010 or 2013 new security features called Protected View and Macro Setting.

Protected View is a read-only mode where editing functions are disabled. The setting can be found in:

  • File > Option > Trust Center > Trust Center Settings > Protected View

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 Macro setting can be found here in:

  • File > Option > Trust Center > Trust Center Settings > Macro Settings

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So, to make your mail merge work in Office word 2010 or 2013 from the web client, you need to do the following:

  1. Click “Enable Content”
  2. Click on “Add-in” 
  3.   Then Click on the CRM Icon on the left

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After doing so, you will get your mail merge document and finish it from there.

You can also disable all those protected view and disable your macro setting to avoid the extra clicks each time you do mail merge, however, Microsoft does not recommend that solution because it opens your computer for viruses and other vulnerabilities.

Another viable solution is using mail merge from your Dynamics CRM Outlook client.  This way, you can preserved all your Protected View and Macro settings to safe guard your computer, and at the same time avoid having to do extra clicks to do your CRM mail merge. 

If you are looking for support services for your Microsoft Dynamics CRM system, RSM offers a full range of services from implementation and optimization to development and support. Contact our professionals for more information on our services at 855.437.7202 or

By: Hien Tieu – Microsoft Dynamics CRM partner in New Jersey

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